Customer Service Specialist II - El Paso, TX (Work from Home)

Summary:

Support Savers mission and vision by providing exceptional customer service responding to inquiries from internal and external customers. This position will serve as the initial point of contact for customer escalated calls, emails, and social media messages during normal hours of operation, to include routing inquiries to the appropriate departments, using basic problem-solving skills. This position reports to the Voice of Customer manager and has no direct reports.

Essential Job Functions:

TMs in this role may perform any of the following job duties:

•          Handle escalated customer issues and partners with logistics and/or stores to resolve.

•          Respond to customer care email inquiries escalate to SSC, those requiring more complex actions.

•          Answers basic trouble shooting questions or inquiries for the stores.

•          Receives and responds to inbound calls, emails, and social media messages, accurately notates details.

•          Uses good judgment to determine when an inquiry can be resolved on initial contact or requires escalation to achieve call/case resolution.

•          Make accurate entries into systems, logs, etc.

•          All other duties assigned

Required Knowledge, Skills and Abilities:
 

• Ability to work independently and as a member of a team in a fast-paced environment.
• The ability to respond to customer concerns, complaints and questions via web forms, emails, calls, Twitter, Facebook, Instagram, and other emerging social channels
• Some basic technical troubleshooting abilities.
• Accurate data entry skills.
• Detail oriented.
• Computer navigation skills utilizing Internet using various browsers and other computer applications such as CRM systems.
• Understanding of customer channels including web, social media, and telephone.
• Resilient – ability to remain calm in adverse situations.
• Reliable/Dependable by adhering to work schedule and attendance policy.
• Communicates effectively, cooperatively, and persuasively.
• Treats all team members with respect and dignity.

•          Prioritizes and executes tasks within a fast-paced environment.

•          Exceptional problem-solving skills.

•          High level organizational skills and attention to detail.

•          Excellent written and verbal communication skills.

• Ability to work within Savers culture.

Minimum Required Education, Training and Experience:

• High School diploma, or equivalent
• Prior work in customer service in a call center environment preferred
• Background check required
• Able to work holidays, weekends and evening shifts

Physical Requirements:

• Ability to occasionally lift up to 30 lbs.
• Ability to sit for long periods of time on the phone

Other Information:

• Able to work holidays, weekends, and evening shifts

FLSA Status

• Non-exempt

Tools and Equipment Used:

• Laptop or desktop computer
• Cellular and desk phone / Fax / Copier

Travel:

• Local travel as needed, less than 10%

Work Address:

• Remote